Customer Service

Job Title: Customer Service Desk Officer/ Vista MFB
Reports to:
Managing Director
Location:
Lekki, Lagos Headquarters
Employment Type:
Full-Time/ On-SiteRole Summary

The Customer Service Desk Officer (CSDO) serves as the primary liaison between Vista MFB Lagos Headquarters and the Uyo Operational Office. The role ensures effective communication, timely escalation, and smooth coordination of customer issues, operational requests, and administrative processes.

This position is essential in strengthening service delivery, ensuring prompt resolution of customer challenges, and maintaining operational efficiency across both locations.

Key Responsibilities
1. Customer Service & Support

• Serve as the first point of contact for customer inquiries coming through the HQ (calls, email, walk-ins, WhatsApp).
• Log, track, and follow up on all customer complaints or service requests and escalate unresolved matters to the appropriate unit in Uyo.
• Ensure all queries are handled professionally, empathetically, and within agreed SLAs.
• Provide customers with accurate product information (loans, savings, account opening requirements, app usage, etc.).
• Maintain a customer query register to ensure transparency and accountability.

2. Liaison Between Lagos HQ & Uyo Branch

• Coordinate all communication between HQ and Uyo on customer requests, account-related issues, loan processing, documentation, and operational matters.
• Ensure timely relay of instructions, updates, and feedback between both offices.
• Track resolution timelines from Uyo and follow up to ensure closure.
• Support senior management by providing daily updates on issues escalated to Uyo.

3. Documentation & Record Management

• Maintain accurate electronic records of complaints, resolutions, approvals, outgoing memos, and customer correspondences.
• Document all escalations, updates, and response times for reporting.
• Assist in compiling customer-related reports for the MD, Board, and Compliance Unit.
• Ensure all forms, templates, and customer service documents are up-to-date and properly filed.

4. Administrative & Operational Support

• Assist customers with account opening documentation and verification processes.
• Support the Lagos HQ team with administrative tasks such as dispatch coordination, letter drafting, scanning, and basic data entry.
• Track pending items with Uyo (e.g., debit card requests, cheque book requests, loan documentation).
• Raise request forms for office supplies, customer materials, and stationery when required.

5. Technology & App Support

• Support customers with basic troubleshooting of the Vista MFB mobile app.
• Document and escalate technical complaints—failed transfers, login issues, BVN linking, etc.—to the tech team.
• Track progress of app-related issues until resolved.
• Collect user feedback to support improvement of the bank's digital services.

6. Reporting & Analytics

• Prepare daily summary reports:
• Customer inquiries
• Complaints received vs resolved
• Pending escalations
• Customer traffic trends
• Provide weekly and monthly reports to the MD and Board representatives.
• Track customer satisfaction indicators and propose improvement ideas.

Skills & Competencies

• Strong communication and interpersonal skills
• Excellent customer service orientation
• Strong documentation and report-writing skills
• High attention to detail
• Ability to handle pressure and multitask
• Proficiency in MS Office tools (Word, Excel, Outlook)
• Technical literacy to support app-related issues
• Professional, calm, and mature disposition

Qualifications & Experience

• Bachelor's degree in Business, Communication, Banking & Finance, or a related field
• 2–4 years experience in customer service or operations (preferably in banking or fintech)
• Experience handling escalations or inter-branch coordination is an added advantage
• Strong documentation and administrative skills

KPIs (to be expanded if you want full KPI sheet)

1. Customer Complaint Resolution Rate
2. Average Resolution Time (TAT)
3. Accuracy of Documentation & Reports
4. Quality of Communication Between Offices
5. Customer Satisfaction Score
6. App-related issue tracking & escalation efficiency
7. SLA Compliance (per request category)
8. Professionalism & Communication Rating

Qualified candidates should send CVs to or apply through this job board

Only shortlisted candidates will be contacted